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Chapter 4
Business Features Package
Programmed Message Display
Preprogrammed station messages set by other stations are displayed at the calling station’s
keyset.
Soft Keys
Below the LCD on 2-line display keysets, there are three soft keys and a SCROLL key.
These keys allow the user to access features allowed by the station’ class of service without
requiring the keyset to have designated feature keys.
Stopwatch Timer
Display keyset users can use this feature to time meetings, calls and other functions. Users
simply press once to start the timer and press again to stop the timer.
Text Messaging
This feature allows two display keyset users to respond to each other with preprogrammed
messages. After receiving an Off Hook Voice Announcement or station Camp-On, you may
respond with a text message while continuing to talk to your outside party. The other station
can view this message and take the appropriate action or respond with another text message.
Up to 20 messages can be stored in the system memory and sent to another display keyset.
Only display keysets that are allowed in system programming will receive the TMSG soft key
in the display and can use this feature.
UCD Supervisor Displays
When UCD is used, multiple supervisors can view information about UCD group calls or
agents.
Call Screen
This allows the supervisor to view how many calls are in queue, the longest wait time, how many calls
have been received today, what the average time in queue is and how many calls were abandoned.
Agent Screen
This allows the supervisor to monitor how many agents are logged in, check each agent’s status (IN
GROUP, OUT OF GROUP, or DND), and view each agent’s total number of calls, average call length
or average ring time.
NOTE: Accessing this screen will also allow a Supervisor to change the status of each
agent (IN GROUP, OUT OF GROUP, or DND).